Phone calls and face id

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Level 1

8 points

Phone calls and face id

I just bought a used iphone xs max. pretty much everything works fine on the phone. except the main calling app itself. and the face id. first, the calling. it sounds distorted and like a scratched cd replaying itself at times and sometimes its clear. I’ve tried using other apps like WhatsApp to place calls and voice notes and everything works fine. It’s only when using the regular phone part that acts like that. So that ruled out hardware problems that i know of. What else could it be?

Face ID. It doesn’t work. Every time I try to go into it as soon as i press get started, it’ll open the camera and then say Face ID is not available at this time and then kick me out. What’s up with that?

iPhone XS Max, iOS 14

Posted on Jan 17, 2021 3:37 PM

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Answer 1

Top-ranking reply

Nicholas_B2

Community Specialist

Jan 19, 2021 2:47 PM in response to 671guamuser

Hello 671guamuser,

Thanks for reaching out to Apple Support Communities. It sounds like you're having an issue with the sound quality for cellular calls and Face ID on your iPhone XS Max. We're happy to help.

Regarding the sounds issue, does this only occur on cellular calls in a specific location? If so, does your carrier offer Wi-Fi calling, and is the connection or sound issue resolved when using the feature?

We also recommend starting with the steps in the article here: If you hear no sound or distorted sound from your iPhone, iPad, or iPod touch speaker This includes ensuring your receiver is not blocked with dirt or debris. You can also test when using the speakerphone, and an external accessory, such as EarPods or headphones to further isolate the issue.

With Face ID these steps will help you check your settings, test enrolling an alternate appearance and resetting Face ID: If Face ID isn't working on your iPhone or iPad Pro

Should the issues continue after completing the steps, get help where you are. Choose a product and we’ll connect you to an expert by phone, chat, email, and more here: Get Support

Cheers!

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Answer 2

Jan 20, 2021 7:03 AM in response to 671guamuser

Hi 671guamuser,

Understood, thanks for the information. As the issue only occurs with calls made from the Phone app, we'd recommend testing when connected only to cellular, and only a Wi-Fi call, and both as the issue might be with your carrier. If needed, you can use the guide here to help change the settings and test. View or change cellular settings on iPhone

If you're unable to reset Face ID and enroll as expected, be sure to connect with Apple Support using the link in the previous post, as that issue may be related to hardware.

Best!

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Answer 3

671guamuser Author

Level 1

8 points

Jan 19, 2021 5:40 PM in response to Nicholas_B2

Ok so for the calling it only happens on the phone app itself. It’s distorted using the regular and speaker and also when I talk the sound gets distorted to who I’m talking to or they just can’t hear me at all. I’ve tried using online calling such as WhatsApp and FaceTime and other calling methods and everything works fine. Both on and off speaker. When using my AirPods it’s ok.

as for the Face ID, I’ll try resetting it because it won’t let me do any appearance let alone an alternate one. So I’ll follow that and let you know how it turns out.

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Phone calls and face id

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